Problem Classification

Issues are classified based on the business impact (severity) of the problem

Severity 1: You are completely unable to use your business-critical hardware or operating system. This applies to a production system environment which supports either your internal business functions directly, or supports your end customers directly. This does not apply to a development, testing or staging environment.

Severity 2: You are able to use your business-critical hardware or operating system, but the business-critical functions are severely limited.

Severity 3: You are able to use your business-critical hardware and software for your business-critical functions, but other functions are unavailable or limited.

Severity 4: The problem has very little impact on business-critical operations, or a workaround for the problem has been found.